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Genesys Interactive Insights

Also known as GI2.

  • For Genesys Engage cloud customers, Genesys Interactive Insights (GI2) is deprecated as of November 20, 2020.
  • For Genesys Engage on-premises customers, GI2 8.5 entered End of Life (EOL) on January 25, 2019 and End of Maintenance on July 28, 2020, and reaches End of Support on January 24, 2021.

Genesys CX Insights (GCXI) replaces GI2 as the presentation layer that extracts data from the Genesys Info Mart database, and presents it in readable reports to enable business and contact center managers to make better business decisions for streamlining operations, reducing costs, and providing better services. If you have questions, contact your account representative.



Glossary

A B C D E F G H I J K L M N O P Q R S T U V W X Y Z

Genesys CX Insights

Genesys Customer Experience Insights (Genesys CX Insights or sometimes GCXI) provides a presentation layer that extracts data from the Genesys Info Mart database, and presents it in readable historical reports to enable business and contact center managers to make better business decisions for streamlining operations, reducing costs, and providing better services.

Genesys CX Insights has replaced Genesys Interactive Insights (GI2) as the historical reporting presentation layer. See also Genesys Info Mart and Reporting and Analytics Aggregates (RAA).



Glossary

A B C D E F G H I J K L M N O P Q R S T U V W X Y Z

Reporting And Analytics Aggregates

Also known as RAA. An optional Genesys Info Mart process that creates and populates predefined aggregation tables and views within an Info Mart database. RAA aggregation tables and views provide the metrics that summarize contact center activity to facilitate reporting, and serves as the primary source of data for the Genesys CX Insights (GCXI) historical reports. RAA is required for Genesys CX Insights, and was required for the now-deprecated GI2.



Glossary

A B C D E F G H I J K L M N O P Q R S T U V W X Y Z

Do I Need to Install RAA?

Reporting and Analytics Aggregates (RAA) 8.5 is an optional Genesys Info Mart process that you can add to a Genesys Info Mart environment to create and populate predefined aggregation tables and views within the Info Mart.

Important
RAA is required to support Genesys Customer Experience Insights (GCXI) 9.0 (and was required for the now-deprecated Genesys Interactive Insights GI2).

Aggregation tables and views provide the metrics that summarize contact center activity by year, quarter, month, week, day, hour, and subhour to facilitate reporting. They serve as the primary source of data for GCXI. The tables are indexed for performance and grouped conveniently into distinct subject areas that are keyed to various Info Mart dimension tables.

Refer to the Reporting and Analytics Aggregates Reference Manual for detailed information about the aggregate tables, views, indexes, and subject areas. Refer to the Reporting and Analytics Aggregates User’s Guide for instructions on how to run the aggregation process, how to customize it to aggregate user data, and to see business views of the subject areas.

This page was last edited on January 8, 2021, at 18:11.
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